Name of the position: L2 Infra Support Location: Coimbatore No. of resources needed : 01 Mode: Fulltime Years of experience: 8+ Years Role Summary: The Infrastructure Support Engineer (Windows + DBA) – L2 Support role is responsible for providing overnight operational support across Windows Server and SQL Server environments. The role focuses on proactive monitoring, incident management, patching, deployment execution, and routine maintenance to ensure system reliability, database performance, and overall platform stability. The resource will operate within defined SOPs, runbooks, and escalation frameworks while coordinating with client teams for seamless operations. Key Responsibilities: · Monitor Windows Server infrastructure, SQL Server databases, and Azure VM environments using tools such as PRTG, Azure Monitor, and other monitoring platforms · Review alerts, acknowledge incidents, and perform triage and resolution based on established SOPs and runbooks · Resolve infrastructure and database-related issues, escalating complex incidents to L3 teams or client stakeholders as required · Perform Windows OS patching, security updates, and software upgrades during scheduled maintenance windows · Execute database maintenance activities including backups, integrity checks, job monitoring, and performance validation · Monitor database instances, SQL Agent jobs, backup status, and server resource utilization to ensure operational health · Execute application and database deployments using tools such as Azure DevOps, Redgate, DB Maestro, or other approved deployment platforms · Validate system and database functionality post deployments and maintenance activities · Document all operational activities, incident resolutions, and maintenance outcomes in tracking systems · Coordinate with client teams (including Paradigm and associated stakeholders) for change approvals, release execution, and incident communication · Support service requests, incident tickets, and operational tasks within defined SLA timelines · Contribute to continuous improvement initiatives, automation opportunities, and backlog items across infrastructure and database platforms Required Skills and Qualifications: · 8+ years of experience in Windows Server administration and SQL Server support · Working knowledge of Windows Server environments (patching, services, performance monitoring, event logs) · Basic to intermediate knowledge of SQL Server administration, monitoring, and troubleshooting · Experience with monitoring tools such as PRTG, Azure Monitor, or equivalent · Understanding of OS patching, database backup strategies, job monitoring, and deployment processes · Familiarity with deployment tools such as Azure DevOps, Redgate, DB Maestro, or similar · Ability to execute tasks based on SOPs and perform structured incident troubleshooting · Strong analytical and problem-solving skills with attention to detail · Good communication and coordination skills, especially in a shift-based support model Preferred Qualifications: · Exposure to Azure infrastructure (Azure VMs, networking basics, and cloud monitoring) · Basic scripting knowledge (PowerShell, T-SQL) · Experience working in ITIL-based support environments · Prior experience in managed services or production support engagements

Title: Care Guide Support Specialist Location: US-Utah-SLC time type Full time job requisition id M10946 Job Description: Job Description Summary ‎ The Care Guide Support Specialist is responsible for providing expert technical and customer support to both medical and non-medical customers. This role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company’s products and services. The Specialist will also coordinate with care center staff to provide exceptional experiences for patients and members. ‎ How will you make an impact & Requirements ‎ Care Guide Support Specialist Must successfully complete 6-8 weeks of training with 100% attendance. Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients. The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information. Key Responsibilities: Technical and Customer Support: - Respond to customer inquiries promptly via phone, email, or chat and ensure efficient resolution of issues. - Advance knowledge of technology including ability to troubleshoot connectivity., and communicate complex technical information to customers in an understandable and customer-friendly manner. - Medical Customer Service & Coordination: - Provide customer service to patients/ members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc. - Process medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation. - Providing accurate information related to care center services, locations and providers - Work closely with care center staff to ensure a seamless and best-in-class experience for all customers, particularly for medical-related inquiries. - Utilize appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate - Respond to questions regarding claims, pharmacy, benefits and other insurance related topics and issues - Issue Resolution & Troubleshooting: - Diagnose and resolve technical and customer service-related issues, escalating complex or unresolved problems to higher-level teams as needed. - Maintain follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome. - Customer Documentation & Record Keeping: - Accurately document all customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system. - Maintain confidentiality and adhere to HIPAA regulations when handling sensitive medical information. Collaboration & Feedback: - Collaborate with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings. - Participate in calibrations where your results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment. Visual Acuity: - Ability to read text on a computer screen or printed documents for several hours at a time. - Sitting for Extended Periods: - Sitting for extended periods while answering calls, responding to emails, or using a computer. - Suggested Duration: 4-8 hours per day, with regular breaks. Use of Computer and Office Equipment: - Required to use a computer, laptop camera, headset, and other office equipment. - Ability to type and use a mouse/keyboard efficiently, along with headset or phone usage for communication. - Required to appear on camera and in compliance with our dress code for all meetings, training, coachings and other designated interactions. - Required to maintain stable internet connectivity in compliance with company standards. - Ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse). Clear Communication: - Clear speaking and listening abilities, as well as accurate written communication skills. Physical Stamina: - While not physically demanding in terms of heavy lifting or strenuous activity, remote customer service workers may need to maintain focus for long periods, sometimes requiring stamina to stay engaged. - Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4-8 hours). - Occasional Lifting of Office Equipment: - While this position doesn’t generally face heavy physical tasks, you may need to move or set up their office equipment occasionally, such as adjusting a desk, setting up a new monitor, or repositioning chairs. - Ability to lift office supplies or equipment (typically 10-20 lbs). Work Environment Maintenance: - Ability to arrange a work area that promotes efficiency, comfort and ensures the confidentiality of our customers/patients which includes potentially involving adjusting furniture or organizing equipment. This requires a dedicated, private interruption free work space. - Company policy prohibits employees from providing dependent care for an adult or child during work hours. - Hybrid employees must adhere to in-office schedules and requirements as determined by management - This represents a summary and not an exhaustive list of duties, responsibilities or requirements for this role. **This position is bonus eligible based on individual and company performance.** ‎ Compensation: $20.00 to $30.00

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What you will do: - Deliver outstanding customer support via phone calls, chats, and emails; - Build strong and lasting customer relationships; - Keep up with evolving tools and technology; - Handle sensitive customer data with care and security; - Apply the latest and greatest customer happiness practices; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists. What you need to succeed in this role: - Excellent Hebrew and English skills (C1 for both spoken and written); - At least 6 months of experience in a customer support role; - Strong analytical thinking and research skills; - Experience in travel industry; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Will be a great plus: - Experience in hospitality or logistics; - Ecperience with CRM systems, like Zendesk. Benefits: - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice. Internal job code: 23M

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What you will do: - Deliver outstanding customer support via phone calls, chats, and emails; - Build strong and lasting customer relationships; - Keep up with evolving tools and technology; - Handle sensitive customer data with care and security; - Apply the latest and greatest customer happiness practices; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists. What you need to succeed in this role: - Excellent Hebrew and English skills (C1 for both spoken and written); - At least 6 months of experience in a customer support role; - Strong analytical thinking and research skills; - Experience in travel industry; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Will be a great plus: - Experience in hospitality or logistics; - Ecperience with CRM systems, like Zendesk. Benefits: - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice. Internal job code: 23M